01 ↗
Customer experience
Support backlogs, escalations, service standards, customer journey mapping and practical help with your support stack.
For ecommerce brands & their partners
Your business is growing.
Make the operations
keep up.
Customer experience, fulfilment and internal workflows aren't glamorous. They're what keep customers coming back. We fix the things behind the scenes so growth doesn't break what you've built.
CAMBRIDGE / UKRemote delivery across the UK and beyond
THE OPERATING PICTURECONNECTED
01 / INCOMINGCustomer needs
Tickets · Reviews · Returns
02 / TRECHTECHOperations, aligned.
✓Better processes. Clear ownership.
03 / OUTCOMESBuilt to perform
Service · Efficiency · Growth
THE WORK BEHIND THE GROWTHTT / 001
REAL-WORLD
OPERATING EXPERIENCE
OPERATING EXPERIENCE
50 → 2 days
Customer care backlog turnaround at Vilgain, within 30 days
35+
People led across ecommerce and operations teams
3 weeks
Approximate delivery of an EU Shopify store launch
01 / WHAT WE DO
Less friction.
Better business.
Not another PDF full of recommendations. We work on the actual issues, tools and handovers that cost your team time — and your customers patience.
02 ↗
Ecommerce operations
Order exceptions, fulfilment handovers, returns, launch readiness and the day-to-day processes behind reliable delivery.
03 ↗
Systems & improvement
Simple automations, workflow redesign, reporting and hands-on implementation. Less manual work; clearer ownership.
02 / PROOF, NOT PROMISES
A backlog isn't
a strategy.
When customer operations fall behind, every day compounds the problem. We've been inside that pressure — and delivered through it.
SELECTED EXPERIENCE / VILGAIN
CUSTOMER CARE TURNAROUND
502
Days of backlogBusiness days
30 DAYS
Time taken to reduce a customer care backlog from approximately 50 days to two business days — through triage, operational changes and team leadership.
Based on prior operating experience. Results are specific to that engagement and not a guarantee of future outcomes.
03 / FOR SHOPIFY AGENCIES
Your client needs more.
You don't need to hire.
You've built the storefront, launched the campaign or integrated the tools. Now the merchant needs help with service operations, order issues or the process behind the promise.
That's where we come in. We work as an extension of your agency, quietly delivering the work outside your usual scope.
Explore an agency partnership ↗WHITE-LABEL / PARTNER DELIVERY
01
You own the relationship.We don't compete for your merchant or development work.
02
We own the delivery.Clear scope, practical execution, transparent handover.
03
You choose your margin.Offer an additional service without a new permanent hire.
04 / HOW WE WORK
Small start.
Meaningful impact.
No lengthy discovery programme to get going. A real problem, a clear brief, an agreed scope — then delivery.
01 / DEFINE
Show us the problem.
A short written brief is enough. Tell us what isn't working and what a better outcome looks like.
02 / SCOPE
Agree the work.
We set the deliverables, access needed, timeframe and payment terms before starting.
03 / DELIVER
Get it done.
Hands-on implementation, transparent communication and a useful handover to your team.
FLEXIBLE WAYS TO WORKBuilt around your business.
Discuss a project ↗From focused operational projects to ongoing support and white-label agency delivery. We agree a clear scope and approach together.
LET'S MAKE OPERATIONS WORK
Have a problem
worth fixing?
No forms, no complicated process. Tell us what's happening, what tools you're using and what you want to change.
THE DIRECT LINEjachym@trechtech.com ↗Cambridge-based · Working remotely with UK and international teams